10 Best Property Management Systems
Solutions built for yesterday's world and unnecessarily large patchworks of vendors and software cannot optimally serve your interests. Streamline your business' technology, amaze...
Cloudbeds’ property management system (PMS), is a cloud-based front desk for your property. With it, you can check-in and check-out guests using an attractive drag-and-drop inte...
The First Cloud-Native PMS Running In More Than 550 Properties In 12 Countries Worldwide 94% Client Retention
Mews is an innovative hospitality management cloud that empowers the modern hotelier to improve performance, maximize revenue, and provide remarkable guest experiences. A fully in...
StayNTouch offers an intuitive Cloud PMS that simplifies hotel operations from end-to-end; including reservation management, front desk management, revenue management, housekeepi...
OPERA Property Management Suite (Opera PMS) is an enterprise property management system for hotel operations and distribution based on cloud technologies. Secure, scalable, and mo...
WebRezPro is a complete, automated and flexible cloud property management system designed to increase productivity and revenue for all types of accommodations. From reservation ...
Guestline’s unique, cloud hosted suite of solutions for the hospitality industry increases revenue, streamlines operations and lowers costs. Guestline provides end-to-end proper...
Seamlessly manage your front-office activities like reservations, rates and invoicing from a complete and easy-to-use cloud system. Our hotel-first PMS is built by experienced hot...
protel solutions form a robust technology stack for all hotel business types, with a worldwide team of local partners to support it. The ground-breaking app store, accessible dire...
Recent Property Management Systems Articles
In the age of technology, connectivity is critical to property and brand-wide success—and it affects every aspect of rising industry trends around security and mobile payments. To find the right vendors and put the right tech in place, you need the right information. You need to know how the tech you’re looking at is going to integrate with the systems you already have in place. So before anything else, view the tech through the lens of your SOPs. What would a day in the life of your staff look like? Are there significant gaps in functionality or connectivity? If so, it’s a no-go right from the start. If not, it’s time to dig into specifics. Here are four key pitfalls for hoteliers to know and avoid in order to find success: 1. Hotels have more technology than ever—and when systems don’t communicate, the business consequences can be devastating. Between your PMS, POS, and staff collaboration tools, there’s plenty to worry about. Add in guest-facing tech and hotels can suddenly have more different solutions than time to sift through them. And if a single cog in the machine isn’t working in conjunction with other things, it can be a disaster for operations. Before signing up with a new vendor, make sure what they’re offering will integrate with the critical systems your property already uses on a daily basis. Your tech should maximize your staff’s efficiency, not add extra stress or unnecessary steps. To further ensure a quality integration, look for a vendor that builds their integrations directly. A more advanced integration is much more likely to be certified or otherwise validated by others. 2. When operations suffer due to bad integrations and siloed data, the guest experience suffers as well. When systems don’t communicate, information is either duplicated or never shared at all causing guest requests to never get fulfilled or get fulfilled twice. And this isn’t something staff can be expected to handle or track. The reality is, many simpler integrations pass less information which creates a shallow and less efficient system. Make sure you are getting integrations with depth—the more information your systems can share the better. If you want to ensure the vendor you are looking at has effective integration and consistent guest satisfaction, go to the source. Ask to speak to a customer who is currently using the integrations you need. Get your questions answered by someone who can vouch for how things affect the guest experience and day-to-day operations. 3. Security is absolutely essential to connectivity. Here’s what to watch out for on that front. If a vendor declines a security audit, there’s a reason. A good place to start is by asking if their integrations meet industry standards from organizations like HTNG (Hospitality Technology Next Generation) or OTA (OpenTravel Alliance). Are they directly involved with those industry organizations? And find out if they have regular security audits. No confident vendor declines a security audit. They aren’t easy for anyone, but they’re necessary and they exist for a reason. You need to know if their system is secure. Declining an audit is a huge problem and an indicator a vendor may not be all they say they are. Seasoned vendors will understand that request from the beginning. 4. Payments are among the highest levels of integration to achieve and the thing everyone wants right now. Payments are the most in-demand integration: are the vendors you’re looking at prepared? If a vendor has payments capabilities right now, that’s an indicator they’re advanced and up to speed on the latest developments in hospitality. Ask: Do they process or facilitate mobile payments—namely, do they leverage a PCI-compliant payment gateway that has authorization and settlement capabilities specifically for lodging? If they do, huge green light. If not, a little worrying. Beyond the overall importance of connectivity and how it affects trends like security and payments, buyers should be looking for a trustworthy vendor above all else, and knowing which questions to ask during the buying process plays a key role in determining that. So there you have it: those are some of the red flags you should be watching for—but what are the green flags? If you want to find a vendor partner that goes above and beyond, there are two quick things to check for: a dedicated team for integrations and a product roadmap that demonstrates ongoing commitment to innovation. If a vendor has both of those things, they’re likely not just good at what they do, but great at it. For more in-depth vendor questions, check out 10 Questions to Ask Vendors Before Your Next Purchase.
Dave Berkus knows hospitality technology more than nearly anyone. Back in the early 1980s, his company, Computerized Lodging Systems, dominated the nascent hospitality technology market with one of the first electronic Property Management Systems on the market. The immediate popularity of the technology resulted in rapid growth for the company, which was recognized on the Inc 500 list -- twice. Dave also created FOSSE, the property management system technology that Marriott used for almost 36 years. Dave practically invented hotel front desk software and he has invested in hundreds of tech companies since - many of those in hotel and travel tech so he knows this market better than anyone. Today, there are over 700 property management systems for hotels. With such a dense thicket of choices, it's hard to imagine the early days of hospitality technology. These are the days when only a few players dominated, offering truly game-changing solutions that defined how hotels began using technology to operate more efficiently and profitably. Dave is also an accomplished angel investor, having achieved an impressive 97% internal rate of return from over 150 investments to date. His Wayfare Ventures unites five partners from AIG, TAJ Hotel Group and Starwood, alongside a board of accomplished travel industry veterans, to make early stage investments in travel technology startups. Hotel Tech Report’s Jordan Hollander recently enjoyed a wide-ranging conversation with Dave on the Hotel Tech Insider podcast, where the two discussed how Dave’s history in hospitality technology has shaped the way he sees the industry today. These are the most pertinent themes that reveal how this hospitality technology luminary sees the future of hotel tech, as well as what he looks for when evaluating both ideas and entrepreneurs for investment. The future of the PMS With so many property management solutions competing for business, it's hard to envision a post-PMS future. Yet, this future is coming, Berkus says, due to the increased importance of the Central Reservation System. The CRS owns the guest name record, which has made it more of a centralized source of data than the PMS: The PMS systems are, for the chains at least, becoming increasingly less important, as they handle right now in-house functions only. Berkus notes that the cloud PMS companies of today are likely to be the players who evolve these CRS like capabilities so while he believes that their technology will remain a core piece of the tech stack, he believes that what it means to be a PMS will change more in the next 5-10 years than in the last 20 years combined. Guest history has shifted to the CRS, while the PMS has transitioned into a fully operational role for specific properties. As hotels have both consolidated and established micro-brands, the CRS naturally became the way to share guest preferences across the portfolio. The centralization of data cemented the role of the CRS at the center of modern data-driven personalization and marketing strategies. says Berkus: Big Data's being used in very important ways but certainly not just from the PMS system anymore. The question then is: if the CRS could potentially supplant the PMS as the source of all-important guest data, will we need a PMS system in the future? Berkus says yes but the legacy PMS companies will be forced to innovate and more specifically open up their architecture to become platforms themselves because CRS, CRM and even Revenue Management companies of today have the requisite data necessary to become the center of the tech stack according to Berkus. Eventually, Berkus sees most hotels relying on a single cloud-based system that aggregates all functionality into one flow, which reduces errors and increases accuracy as it doesn't require passing information around multiple systems. A hybrid PMS/CRS/CRM solution means a single guest record that enables better, more accurate personalization. The consolidation of functionality also simplifies the tech stack and should help hotels effectively use existing data to power personalization at the individual guest level. A unified tech stack unleashes the full power of data-driven decision making, which will soon be table stakes for how hotels everywhere compete. Rather than relying on incomplete sets of data, hoteliers can constantly make decisions based on the holistic view. A unified tech stack can also be achieved through seamless integrations and Berkus says that “there will always be best of breed solutions in various categories.” This vision will take a while to achieve, and so the PMS will continue to play a critical role for hotel operations: If we look ahead ten years, it would be easy to see a single cloud-based system integrating everything from CRM to reservations to the accounting functions at the properties, all the way through all forms of marketing and follow-through. Even with this view, Berkus sees the potential for category leaders to dominate specific verticals, while still providing the essential services necessary to run a hotel. For example, revenue management, which may be a feature of a CRS or a standalone solution -- all depending on how an individual property derives its revenue, and the sophistication of its revenue generation strategies. Part of the problem, he says, is that people confuse hotel tech with quality hotel tech: just because a hotel has a system doesn't mean that it is a good system. For Berkus, this means that the hospitality technology industry has plenty of dynamism ahead of it and he believes that it’s far from maturity. The transformative power of analytics For Berkus, the primary reason for the PMS’ uncertain future is due to its isolation from data and analytics. Even the most integrated systems have challenges when it comes to gathering data from disparate sources into a unified view. Even so, it’s the analytics on top of all of this data that drives profitable hospitality today. Whichever technology hotel uses, It must facilitate the types of analysis that drive “more capable decisions,” across the organization, says Berkus: Analytics are everything. The most important single change that's going to come is the fact that every piece of data that arrives at the central source will be analyzed. You're going to find that more capable decisions will be made to maximize revenue...based upon AI and data analytics. That's your future. The unsaid implications here is that hotels with a sub-par data and analytics approach will be left behind. Hospitality has become not just about the guest-facing product but also the hidden back-end of intelligent data capture and analysis. The top performers will effectively oscillate between analyzing the data and making clear improvements based on this analysis. The data-driven hotel GM As data and analytics move to the core of a hotel’s operation, general managers must evolve their skill sets to match. While operations will never cease to be a part of a hotel general managers role, success in this role is increasingly about the ability to enhance profitability by effectively translating data analytics into actionable initiatives. Currently, GMs have a steep learning curve to build muscle memory around analyzing large amounts of data from disparate sources. As machines become more capable of doing the analysis on their own, the best GMs will be able to take action on the analysis presented by the tools to increase profitability, Berkus predicts: A manager has to be able to add value by adding revenue and by increasing guest satisfaction. Those two things are not necessarily the operational things that a manager today normally concentrates on. Marketing also matters more to the GM of the future. As marketing campaigns become data-focused, GMs will engage more deeply with their marketing teams to leverage a data-driven approach to spend marketing dollars more efficiently. It's all about the relevant message consumed in the right context, as GMs seek to add value in new ways. Sourcing true pain points from sales and marketing Berkus is an active angel investor, and his recent announcement of Wayfare Ventures brings his focus to travel technology. When it comes to developing an idea, Berkus sees real value in entrepreneurs solving true pain points rather than perceived problems: I love it when somebody in marketing or sales develops a company and says “I feel the pain” and let's try and solve the need. As opposed to what I see most often, which is an engineer says I really got an idea and I'm going to make that idea work. The contrarian view is noteworthy in its opposition to the engineer-focused view espoused by many investors and technologists. Part of this view comes from the plummeting costs of cloud computing, as well as the prevalence of APIs which make it simpler to plug into an existing ecosystem without having to build as much technical infrastructure. Differentiation comes less from tech and more from truly knowing the problem and having clarity around what needs to be solved -- rather than building a technically-flawless solution that misses the mark and fails to gain traction because it doesn't solve an actual problem. An early-stage solution that solves a real problem for a specific segment sells itself and helps a startup gain traction at a lower cost. It’s expensive to convince people that a product solves a non-existent problem. Market trends poised for investment As far as trends in the market that have potential, Berkus points to artificial intelligence, robotics, and data analytics as three disruptive forces. However, things change fast. Apps are no longer the hot commodity they once were. Today’s opportunities are all about AI, robots, and data analytics. When evaluating the most exciting opportunities for investment, Berkus expands his view to encompass all of travel technology. This expanded view allows him to see opportunities from the interconnectedness of the travel and hospitality industries, which is a core part of the thesis at Wayfare Ventures. It all comes down to using modern technology to find new revenue that may not have been easy to uncover in the past. Whatever it be, there are opportunities now for revenue that weren't easily available in the past but are today. But the whole point is if guest satisfaction goes up and guests are able to do things they couldn't do before, like order a meal from text, then you're going to have better revenue and more satisfaction. Enjoy the full podcast episode here. Outside of the points covered above, Berkus shares the fascinating foundational story of the first property and yield management tools for hotels.
The growth in technology tools for hotels has complicated life for hoteliers. While it has always been important to bring potential guests into the conversion funnel, there are now many ways to both capture and convert lookers to bookers. When considering the different ways to bring prospects into your hotel’s funnel, it can be helpful to start with the goal and then look at technologies that accomplish that goal. This approach differs from other common vendor evaluation processes in one key way: it puts the goal first rather than the category. Generally speaking you always want to start closest to the conversion event and work your way higher and higher in the purchase funnel. This means that you should start by analyzing your hotel's booking software to make sure that you don't have leakage (i.e. low conversion rates). Next you'll analyze your website and direct channel and lastly you'll explore ways to bring more visitors into that funnel once you've sealed up any holes. In this method, we advise analyzing data across your business from channel mix to conversion rates to identify problem areas. Once you've identified these problems, prioritize starting at the bottom of the funnel and work your way up. We'll then explore the tools that can help solve each of these problems (hint: some tools may solve the same problem in completely different categories). We'll start by clearly explaining the different types of hotel booking software. We'll then outline the four main objectives of any hotel marketing strategy, we'll then dive into which software categories and providers can help shore up issues within each objective. With an increasing number of guests choosing online booking - up to 80% of guests under the age of 30 - a well-informed hotelier should have a solid understanding of the hotel booking software landscape. The term “hotel booking software” can refer to a few different types of software, which can be confusing for hoteliers who might not work in the technology space on a regular basis. In this article, we’ll introduce you to the five main categories of hotel booking software: OTAs, Central Reservations Systems (CRS), booking engines, channel managers, and property management systems (PMS). By the end of this blog post, you’ll know the ins and outs of each so you can maximize your property’s online reach and make the right technology decisions for your hotel. Central Reservations System: Manage Rates & Inventory It’s a good rule of thumb to diversify your mix of reservation channels, so most hotels don’t rely solely on OTA bookings. Large hotels and chain hotels often use central reservation systems (CRSs) to manage bookings made through their own reservations teams. CRSs allow various reservations agents to view real-time rates and availability and create, edit, or cancel reservations in one centralized system. A hotel wouldn’t use a central reservations system alone, though. The CRS would receive rates from a revenue management system, exchange availability data and reservation details with a property management system, and possibly also integrate with a channel manager to distribute inventory to third-party channels like OTAs or the GDS. CRSs deliver the most benefit to hotels with reservations teams or which are part of a brand or chain with off-site reservations offices. Booking Engine: Drive Direct Bookings Besides booking through reservations staff, guests can also make reservations on hotels’ own websites - but in order for that to be possible, the hotel website needs a booking system to sell hotel rooms called a booking engine. Hotel booking engines display real-time rates and availability, house the booking process and gathering of guest details, and integrate the confirmed reservations with the hotel’s property management system or hotel management system. Some property management systems include integrated booking engines, and some hotel-specific website builders also come with booking engine capability. But even if your existing tech stack includes a built-in booking engine, it’s worth doing some extra research to find the most user-friendly booking engine. Glitches or slow loading speeds can make guests change their mind about booking at your hotel, and, on the flip side, a great booking engine with upselling and customization capabilities can increase your conversion rate and your RevPAR. Channel Manager: Facilitate Bookings on 3rd Parties Direct reservations - whether through a reservations agent or your hotel’s website - usually don’t lead to a full house every night. A savvy hotelier leverages third-party channels to maximize online exposure and develop varied segments of guests. In order to work with third-party channels most efficiently, hotels use channel management software. Channel managers often support connections to hundreds of third-party sites that range from big OTAs (Booking.com and Expedia) to smaller niche sites (HostelWorld and Mr & Mrs Smith) and wholesalers (Hotelbeds). Manually updating rates and availability on hundreds of sites is impossible, so a channel manager makes it easy to keep all of your distribution channels accurate and up-to-date. Some property management systems include integrated channel management functionality; if not, be sure to choose a channel manager that supports integration with your PMS so reservations can sync seamlessly. Property Management Systems: From Hotel Bookings to Guest Experience Management A property management system is at the core of your hotel tech stack. It houses all of your reservations, guest profiles, billing information, room statuses, and more. Small hotels often opt for a combined PMS with a channel manager and booking engine referred to as hotel management system. This helps to streamline hotel operations in a simple and easy to use management solution and reservation software combined - which can be more cost-effective. Nearly all hotel departments use the PMS on a daily basis: front desk agents check-in guests, housekeeping teams learn which rooms need to be cleaned, finance teams manage billing, leadership teams look at reporting and trends. Without any booking engine or channel management capabilities, a PMS is only considered hotel booking software if we think about reservations booked manually by hotel staff. But most PMSs include modules for additional functions; some PMSs even include CRS, channel management, and booking engine functionality. If your hotel uses a PMS that connects directly to OTAs and has integrated an CRS, channel manager, and booking engine, that PMS might be the only system you need. Online Travel Agencies (OTA): 3rd Party Booking Extranets Out of all those reservations booked online, many of them come through online travel agents or OTAs. The smallest hotels and guest houses (under 10 rooms) often lack direct bookings in their channel mix at all while major hotel chains command a larger share relative to the OTAs. You can think of these digital marketplaces as an Amazon for travel; travelers can use various criteria to search through available hotels, flights, rental cars, and more, then complete the booking process through that marketplace platform. Guests often choose OTAs due to the perception of better pricing on travel products and streamlined package offerings which help to automate a lot of the itinerary management processes. OTAs offer significant benefits to guests, such as loyalty programs, credibility, and the convenience of having all the available options at your fingertips. Guests complete their booking on the OTA and receive a confirmation from the OTA, at which point the OTA sends a notification to the hotel with the reservation details. Those reservation details integrate with the hotel’s property management system or travel to the property management system via a channel manager - more on that later! For hoteliers, OTAs also deliver plenty of benefits. OTAs give hotels visibility among massive audiences (Booking.com receives well over 200 million monthly visits, for example) and access to marketing channels that would be cost-prohibitive if the hotel tried to get similar reach independently. Many hotels also experience the “billboard effect,” in which travelers find a hotel they like on an OTA, and then they search for that hotel’s direct website to complete their booking. However, all this marketing exposure comes at a cost; most OTAs charge commissions between 15% and 20% on each confirmed reservation. Goal #1: Optimize Website & Hotel Booking Software Conversion When it comes to getting more direct bookings, it’s all about the hotel website (and booking software or IBE). After all, a hotel with a buggy website and poor user flow will scare off many potential guests who seek a trustworthy booking experience. Direct booking tools promise growth in direct bookings by increasing conversions on a hotel’s website through price check tools, real-time guest messaging, smart segmentation, and pricing optimization. These direct booking tools offer a mix of capabilities, so it’s best to evaluate each according to how your hotel prioritizes direct bookings. Booking engines are a necessity for selling rooms directly. Without a modern and intuitive interface that’s optimized for conversion, guests will go elsewhere out of frustration or suspicion. Look for a booking engine or hotel booking software with real-time inventory updates; otherwise, you risk double booking across channels. Reputation management is more than just an operational tool: it’s also handy for marketing. Most hotel reputation management solutions have the ability to feature previous guest reviews on your website; doing so can dramatically boost your conversion rate. Virtual tours can help conversions. When potential guests consider a hotel, they want to be certain that the property is as advertised. Consider investing in a virtual tour to give guests piece of mind. Goal #2: Drive More Traffic to Your Hotel Website With Paid & Social Once a website has been optimized for direct bookings and conversion, the next step is to entice more potential guests to it. There’s a blended approach to making this happen. Content marketing is one of the most affordable ways to engage potential guests and to bring them to your website. With great content, you’ll have an engaging website to attract visitors, as well as plenty to post on social media. Be sure to make your content relevant to your guest profile. Social media is a challenging place but can deliver results when done right -- especially for distribution of the great content you’ve created! Social media is also a goldmine of consumer insights. Leveraging social media tools can bring you closer to your customers. Influencer marketing continues to be a growth area for hospitality marketers. Inviting influencers to experience the property, or paying them to post about the property, appeals to hotels looking to reach particular demographics. These influencer marketing tools should factor into the mix, helping identify the right influencers and tracking the success of your campaign. Digital marketing agencies are assets for those hotels that have enough budget to engage subject matter experts. Hotel digital marketing vendors use their experience across clients to build high-impact campaigns that can be quite intimidating to deploy solo. Goal #3: Drive Retention and Return Visits According to research from Bain & Co., the company that invented the Net Promoter Score, increasing customer retention rates by 5% increases profits by 25% to 95%. Statistics aside, it really comes down to customer acquisition cost for hotels. With each booking channel taking a large commission for bringing in a guest, it can be extraordinarily lucrative to re-engage former guests. Loyalty programs are helpful assets to organize and track a comprehensive loyalty program for independents. The best technology will give you insights into your guest profiles, and help you craft the best offerings to each group. Read our article reviewing independent loyalty programs to decide if this option is right for your hotel or properties. Email marketing is a critical piece of the loyalty puzzle. When evaluating email marketing tools, you want to be sure that it integrates with your existing loyalty program and hotel CRM tools. Goal #4: Develop a Well Balanced Omni-Channel Distribution Mix Third-party websites and metasearch are important pieces of any hotel revenue management strategy. As part of a cohesive approach that includes direct bookings, wholesale, and groups, these channels are valuable tools to shore up low demand periods and achieve overall revenue targets. Metasearch and ad tech bring advanced reporting, bidding and inventory management to your third-party distribution strategy. These metasearch tools help hoteliers wrangle the complex web of metasearch campaigns, as well as integrating in real-time with existing systems to maximize profitable bookings without overbooking. Review management software performs a critical function: it monitors your hotel’s reviews for potential operational issues. Catching poor performance before it affects the guest experience means better reviews -- and a higher ranking in search results on OTAs and metasearch sites. ** Want to get started today? Run an internal SWOT analysis for your hotel's marketing department to identify weaknesses and opportunities then use that analysis to inform where you invest resources. Rather than comparing only direct booking tools to one another, for example, this process focuses on the desired outcome -- and then compares tools across categories that may help your hotel achieve that outcome. With this outcome-based approach, you'll have stronger odds of successfully matching with the correct vendor for a specific issue. What else would you like to learn about hotel booking software? Let us know!
Recent Property Management Systems News & Community Updates
WebRezPro property management system now offers a direct connection to vacation rental online marketplace, Vrbo®, an Expedia Group company. The integration simplifies management of Vrbo listings, helping property managers maximize exposure to millions of travelers in Vrbo’s global network. “We’re excited to announce our integration with Vrbo is live,” commented Frank Verhagen, President at World Web Technologies, Inc., the company behind WebRezPro. “This much anticipated connection allows WebRezPro users to take full advantage of their Vrbo listings to reach more guests while saving time and reducing the risk of double-bookings.” The two-way connection allows property managers to seamlessly manage their Vrbo listing(s), including availability, rates and bookings, from within WebRezPro, eliminating the need to manually update data in both systems. The automated interface sends Vrbo bookings directly to WebRezPro and synchronizes property availability across both systems for optimum accuracy and efficiency. “We're excited about our direct connection with WebRezPro and welcome them as an official Vrbo Connected Partner,” said Trilok Mahadevia, Vrbo Senior Connectivity Account Manager. “Our partnership will provide instant scale to WebRezPro customers helping them reach high-quality travelers, and also give travelers access to more lodging options on Vrbo.” “Vrbo connects millions of travelers to lodging properties every month. Our connection to this significant channel will help many of our clients drive further efficiency, bookings, and revenue,” said Verhagen. Existing WebRezPro clients should contact their WebRezPro account executive for more information and to initiate the connection. ABOUT VRBO In 1995, Vrbo introduced a new way for people to travel together, pairing homeowners with families and friends looking for places to stay. We were grounded in one purpose: To give people the space they need to drop the distractions of everyday life and simply be together. Since then, we've grown into a global community of homeowners and travelers, with unique properties around the world. Vrbo makes it easy and fun to book cabins, condos, beach houses and every kind of space in between. Vrbo is part of Expedia Group and offers homeowners and property managers exposure to over 750 million visits to Expedia Group sites each month. © 2021 Vrbo, an Expedia Group company. All rights reserved. Vrbo, HomeAway, the Vrbo logo, and the HomeAway logo are trademarks of HomeAway.
"Signing this agreement has a personal meaning to me," @Jan Hejny, CEO and co-Founder of HotelTime Solutions stated. "We lost the deal with OREA eleven years ago. At the time, they preferred another, more consolidated provider. To make this deal even more special, at the time, Filip Kühnel, our current Director of Sales, was working as Executive Assistant Manager for the GM of the group and was our main point of contact. Looking back, losing to another provider was probably the best thing that happened to HotelTime Solutions. We were almost a start-up at the time, and the group was in the process of replacing its old PMS with something more solid. Moreover, we were missing some of the most advanced features we provide now, and we did have limited integrations and APIs. In a nutshell: the system was not fully ready. After losing the deal, we rethought the software completely, and if HotelTime Solutions is what it is today, it is somewhat because of that failure, 11 years ago. Today, we are confident that not only we can deliver a good product, but elevate the group performances. Our software provides better guest satisfaction, makes the processes more effective, and, thanks to the multi-property reporting, it will be easier for the group to analyze their data in bulk." OREA Hotels & Resorts signed up for all the four products by HotelTime Solutions: HotelTime PMS, Vento ePOS, Libero Wellness & SPA system, and Confero Conference & Banqueting system. "A group of resorts is a complex environment," continued Hejny, "and, in some cases, the main revenue centers are non-accommodation outlets such as F&B and SPA, which requires specific features, team know-how, and integrations. We're providing the full package of solutions and an enormous amount of integrations, which will dramatically increase the hotels' options. For the first time, for example, they will benefit from payment gateway integration directly within the PMS, which will dramatically reduce workload, increase accuracy, and reduce chargebacks. On top of that, we will provide multi-property loyalty program, online check-in, SPA online bookings, QR menu ordering for both restaurants and room service, two-way accounting system integration, and housekeeping app, all in one platform." "The Covid crisis brought huge challenges for the industry. We would like to simplify the way we function, digitalize the customer journey and bring further value to our guests. It took us one year and a half and a lot of very detailed conversations as well as internal preparations before closing the deal with HotelTime Solutions," OREA's CEO, Gorjan Lazarov, stated, "but we're extremely satisfied with our choice. The hotels will go live in stages, starting with the smallest properties, followed by the city hotels, the resorts, and the SPA hotels. All of our properties should be live by October. We can't wait to have all the hotels under HotelTime Solutions' software, as this will help us improve guest satisfaction and be present in all stages of the guest journey." ABOUT OREA HOTELS & RESORTS OREA Hotels & Resorts is a network of 15 hotels located in the most attractive areas of the Czech Republic, such as Prague, Brno, Marianske Lazne, and Sumava. OREA is one of the biggest chains in the country, with over 2,100 rooms in total.
StayNTouch, a leader in guest-centric and mobile property management software (PMS), is proud to welcome Reid Webster as Vice President of Strategic Growth. Mr. Webster comes to StayNTouch with almost thirty years of experience in hospitality technology and strategic sales leadership. Before joining StayNTouch, Mr. Webster served as the Senior VP of Partnerships & SaaS Sales at Laasie, a cloud platform that uses machine learning to build customer loyalty. Mr. Webster also served as a Regional Director for Gaming at Orbitz Worldwide. As the VP of Strategic Growth, Mr. Webster will be responsible for fully realizing StayNTouch’s global partnership network, by identifying key strategic partners and enhancing commercial and performance alignment across critical partners and platforms such as revenue management, point of sale, and central reservation systems. Michael Heflin, CRO of StayNTouch remarked, “Our guest-centric cloud-native PMS sits at the heart of the modern hotel technology ecosystem. That’s why it’s critical that we take a strategic approach in how we partner with third-party platforms. Throughout his three decades in hospitality tech, Reid has excelled in developing long-term strategic relationships to dramatically improve product functionality, performance and service. I am confident that he will leverage these skills for the benefit of StayNTouch and our clients” Mr. Reid Replied, “I’m excited to join the StayNTouch team as we continue to expand into global markets. Both the guest journey, and hotel operations at large, are determined in large part by a hotel’s technology stack. By making intentional and strategic choices in who we partner with and how we go to market, I look forward to building a partnership ecosystem that helps to unburden our partner hoteliers and empowers them to deliver exceptional service to their guests.”
PROPERTY MANAGEMENT SYSTEMS Category Overview
What is a Hotel Property Management System? (Hotel PMS Basics)
A property management system (PMS) is a hotel management software suite that property owners and front desk workers use to manage their business by coordinating reservations, online booking availability, payments, and reporting in one central place. The Hotel PMS streamlines operations for front office staff and guest services in a hotel business to check-in and check-out guests, see room availability, make adjustments to existing reservations, and even can have back office functionality (schedule housekeeping or maintenance ). With a central system, hoteliers can better manage and monitor the key metrics needed to run their business (e.g. average daily rate, occupancy, and RevPAR). To learn more check out our in depth article: What is a Hotel PMS?
What are the Most Important Features of a Hotel PMS in the eyes of Hoteliers?
- User-friendly interface Train your staff quickly and can reduce the likelihood of errors. The best PMS solutions today are self-service and help to streamline operations by enabling hospitality businesses to check in guests faster. Many modern platforms can even be operated from a mobile device via mobile app.
- Check-in/check-out guests and modify guest reservations - Keep track of guest profiles and move them around as needed keeps you on top of your reservations and reduces the likelihood of overbookings.
- Central dashboard - See what is happening, what needs to be done today, and monitor your key metrics. ;View reservation management details in your PMS solution.
- Personalized taxes, fees, and policies - Customize taxes, fees, and cancellation policies in the combination that best suits your business.
- Government compliance- Comply with local tax reporting requirements and regulations.
- Guest communication - Improve the guest experience with automated pre and post-stay communications.
- Reporting suite - Generate detailed production and financial reports to improve business operations. Helps property managers understand booking channels.
- Payment processing - Ability to take credit card payments in compliance with local and global regulatory standards.
What Integrations Should a Hotel PMS System Have?
Central Reservation System: core hotel industry data to help run your hotel (note that many hotel chains have proprietary CRS systems) while independent hotels typically use off the shelf solutions. A CRS allows your hotel to distribute efficiently via major GDS platforms like Travelport, Amadeus and Sabre
Revenue Management System: increase revenue with better rate management
Booking Engine: online booking engines display PMS inventory to take online reservations
Channel Manager: channel management software helps manage connectivity to OTAs like Expedia, Booking.com or even a vacation rentals platform like AirBnB
Hotel operations software: Your PMS absolutely must integrate with key service optimization and hotel staff collaboration software
Hotel CRM: A PMS is the nucleus of your hotel centered around inventory; however, to operate efficiently hoteliers also need a CRM system centered around guest profiles. Your CRM must be able to pull data from your PMS to populate profiles and calculate key metrics like recency, frequency, and monetary value
* all integrations should ideally be facilitated via API in order to improve connectivity and mitigate errors or downtime
What Makes a Great Hotel Property Management System?
- Channel availability and integration - While hotel property management software doesn't always have an integrated channel manager, it's critical that your software vendor has a strong integration to a top rated channel manager if this functionality is not integrated. Premium vendors allow you to sync your availability to multiple channels in real-time and provide booking engine functionality. Some vendors offer an all-in-one hotel software solution that reduces the overhead of managing and learning multiple systems.
- Depth of reporting and analytics - In addition to basic reporting functionality, some PMS’s allow you to monitor market data, create automated rules and triggers adjust prices and provide insights related to pace, pickup, and occupancy.
- Group functionality - A premium PMS can scale across multiple properties and grow with your business.
- Check-in kiosk - In the age of covid it's critical that your hotel can facilitate contactless check-in for guests and a kiosk is one of the best ways to deliver that comfort and safety
- Automation - a great PMS can be programmed to automate key processes within your hotel from check-in to chargebacks and more
How Much Does a Property Management System Cost (Pricing)?
Pricing for cloud-based PMS products are typically based on how many rooms or properties utilize that system. Many PMS products have calculators on their website that will help you better understand what to expect for pricing. Be wary that some PMS systems will charge additional fees on top of monthly fees. These additional fees can include percentage commission on direct bookings, implementation/setup fees, interface fees to connect to 3rd party systems, etc.
A budget PMS starts at around $50 per month and scales upward based on occupancy and/or number of rooms. Premium pricing for a PMS starts around $200 per month for the smallest properties and scales upward based on occupancy and/or number of rooms.
Setting Realistic Hotel PMS Implementation Expectations
For most cloud-based systems, implementation can take one to three weeks depending on: how many reservations need to be imported and who is importing the data (some PMS will offer services to do this for you), the number of properties and rooms you have and any customizations you would like to add.
Implementation will typically start by setting up the application - setting up rooms, room types, adding rates, and importing/adding existing and future reservations. An implementation coach or representative may work with you through the setup process, and verify your setup. Finally, you will connect your channels or channel manager to start taking reservations. Done correctly, there is no downtime between switching systems. A good PMS will also provide access to a video training library and knowledge base of its features to help new users get started.
A successful implementation requires an initial investment in time to configure your property properly - it’s an investment that has a direct impact to the efficiency of your operations later. For example, setting up your cancellations policy now will allow you to enforce that policy later.
How do I know when it’s time for my hotel to move onto a new cloud PMS?Purchasing a new PMS is an investment in time and resources; however, there is considerable opportunity cost that needs to be considered. The right PMS can improve the customer experience by reducing errors like overbookings, improve occupancy rates by connecting your available inventory to your booking engine and channel managers, and help make your more money by letting you adjust your rates quickly- across all of your channels based on market conditions. On average, our customers enjoy an average profit margin increase of 15% after only three months. This more than pays for the investment and effort involved with migrating to a new system.
Hotel PMS Benefits
Property management software or hotel PMS is the backbone of hospitality industry operations; the PMS eliminates costly overbookings by managing room availability, coordinates with any connected channel managers to improve room occupancy, accepts payments, and performs key day-to-day functions such as transferring guests, updating room rates, and managing housekeeping tasks. The PMS can automate and improve a hotel’s business operations by providing competitive intelligence, automatically adjusting prices based on availability, and providing analytics and reporting functionality. The PMS enhances the guest experience by remembering customer preferences and sending pre and post-stay communications. Many PMS systems can also integrate with other technologies such as point of sale systems, payment processors, hardware manufacturers, and guest experience software.
What does a property management system do?
A property management system is “mission control” of a hotel. The PMS houses all reservation information, guest profiles, room status (clean, dirty, or out of order), room types and rate plans, folios and invoices, and reporting. Staff from nearly all hotel departments use the PMS, from front desk and housekeeping to sales and accounting.
What are the types of property management system?
Property management systems range from simple tools for basic reservation management to cutting-edge tech that can support the needs of a modern hotel or resort. Property management systems can be cloud-based or on-premise, and many systems offer integrations with point-of-sale systems, revenue management tools, channel managers, and more.
What is property management system and how does it work?
A property management system is software used by a hotel to manage all rooms, rates, reservations, and guest billing. Each room is represented in the system so staff can manage nightly rates and reservations for that room, plus track whether it’s clean or dirty. The PMS also holds all guest contact info, history, and billing information.
How PMS is used in a hotel?
Hotel staff use a PMS to manage all aspects of hotel operations. Reservations agents manage reservations in the PMS, front desk agents use it to check guests in and out, housekeeping staff rely on the PMS to know which rooms to clean, and accounting staff use it to manage guest billing.
Is Property Management expensive?
Property owners typically pay between 8% and 10% of monthly rent revenue to a property manager at a residential property. Vacation rental property management is more expensive; management fees are usually between 20% and 30% of revenue. However, when considering the time and expertise needed to manage a property, hiring a property manager is often worth the expense.
Why is property management system required for hotel staff?
A hotel without a property management system is like running a business without using email. Without a PMS, hotel staff cannot manage hotel operations in one central system. A PMS allows various staff members to book and manage reservations, check guests in and out, collect payment, and run reports at the same time, from any computer.
What are the skills of a property manager?
A property manager needs a combination of communication skills, business acumen, and technical know-how to succeed in their job. Property managers must communicate effectively with owners, tenants, and vendors, and knowledge of building codes, maintenance needs, and is helpful. Marketing, customer service, and budgeting are also essential skills for a property manager.